[1000mp] Warranty Service -- a report from the front

[Robert Shohet]

Hi Pete,

This unfortunately is a typical experience with Yaesu.  I have had many
ranging from great, to abysmal and back again.

> At this point, I have NO idea what to expect, really.

That is basically what happens.  "Russian Roulette"!

 They MAY be following a "squeaky wheel" queuing process,

Sometimes this works - talking with John Lynn @ xt. 271 may help.  Sometimes
not.

or she may simply have wanted
> to get me off the phone (her English was limited, which is another
story --
> why put someone with limited English on the phone to talk to customers, a
> large percentage of whom will be unhappy, or at least impatient?).

So they don't have to answer your (anyone's) questions and you will hang up
and wait patiently or impatiently.  Either way they don't have to deal with
you!

>Anyhow,  I don't have a warm feeling.

The longer you wait patiently, the longer you will have to wait.  Only by
persistent lobbying of John Lynn do you have a chance of getting a straight
answer.

BTW, if a tech tells you something (regarding wait times - or their promise
to get to it) do not pay attention.  John Lynn is the only person that
matters in terms of getting a meaningful response.

As an example, I once had a "game" played on me by Andy (Tech) and Jerry
Darby (Supervisor).

Andy promised a repair within a week of my conversation and said he would
tell Jerry since Jerry actually assigned the work.  (But according to Jerry,
Andy never called or spoke with him even though they work about 100 feet
from each other).  (Andy, of course, told me that he spoke with Jerry!)

Jerry then told me (separately) that the Tech decided when he would work on
something and that Andy actually assigned the work, not him (Jerry).  They
each pointed the finger at the other.  I got John Lynn involved and the work
got done but three weeks after Andy promised it would be finished.  If I
didn't call John Lynn repeatedly, I might have been one of those 2 - 3 month
wait horror stories!  (As in 2 - 3 months for the work to be done AFTER it
was received AND logged-in AND assigned to a Tech).

Also remember that Yaesu does warranty work first, so all non-warranty
repairs go to the back of the line regardless of the fact that non-warranty
repairs are paid for by us!

 Good luck!

73

Bob KQ2M